Zendesk Suite
ZendeskExternal reviews
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ZenDesk is an Easy Way to Work
What do you like best about the product?
It is easy to use and can be navigated intuitively
What do you dislike about the product?
The reporting could be improved to be a lot more user-friendly
What problems is the product solving and how is that benefiting you?
Zendesk allows the creation and tracking of issues until resolution
I dont; typically recommend anything so most times I answer 5, if I did it would be a 10.
What do you like best about the product?
Its comprehensive support suite, not super cheap but not the most expensive either. Muli branding is a good feature as it looks more professional to clients. The tools around configuring email/DNS are very comprehensive with full DKIM/SPF support etc.
What do you dislike about the product?
The "guide article in multiple locations" ticket open for 10+ years. Content blocks are cool, but sometimes simple is better. Lite-Agents is an additional cost which was not made clear when I switched to enterprise plan.
What problems is the product solving and how is that benefiting you?
We have to manage end-user support for a fair amount of users, this allows us to do so via email phone (and other options should we need to) in a central location.
Zendesk offers a great overview of all tickets smart custom elements.
What do you like best about the product?
I like the customizable elements. This helps you to store relevant data per ticket.
What do you dislike about the product?
I do not like it when full mail exchanges appear in only one message. This sometimes happens and then the great overview that Zendesk offers is gone.
What problems is the product solving and how is that benefiting you?
Zendesk centralizes all the communication per client per ticket which makes it easy to have a complete idea of what is happening and what you can do in specific situations.
Most of the way there!
What do you like best about the product?
Zendesk is a pretty powerful CRM, which is generally pretty easy to administer and meet the needs of a Support organization (the field of my experience is administering it). It's built on a robust set of APIs, but can be administered purely through the GUI in almost all cases.
What do you dislike about the product?
Zendesk can be slow to improve new features or products, like their Messaging product which has many gaps that have not been closed since its release. Additionally, many parts of the GUI are frustrating to work with. An example, when building triggers and using tags as conditions, the tag titles are truncated and unreadable. The Explore product is not good.
What problems is the product solving and how is that benefiting you?
When all features are being utilized, most problems a Support team deals with can be managed within Zendesk. This starts with Guide, allowing end users to find and self-serve their own needs, to channel selection, routing, and through ticket lifecycle.
Good experience for our business
What do you like best about the product?
Ease of use for our agents is key. While it's not perfect, integrating multiple channels allows agents to follow the customer's history.
What do you dislike about the product?
Their roadmap leaves out features that would dramatically improve life for those who use it daily.
What problems is the product solving and how is that benefiting you?
Allows us to track customer issues and improve their experience and enables us to give them a robust help center for product support.
Speedy Service
What do you like best about the product?
Zendesk Support was so fast, personable, and gave me great tips on how to resolve my issue.
What do you dislike about the product?
Nothing yet. I'm a new user of Zendesk. Support has been great so far!
What problems is the product solving and how is that benefiting you?
I'm building a Help Center for customer onboarding and product adoption.
Helpful CRM Platform for Customer Care Team
What do you like best about the product?
With Zendesk you can have your team communicate with customers from multiple channels in one easy place. There are a lot of different automations and workflows you can set up to make an agent's life easier and communications smoother. It is easy to pull data from Zendesk. They also have a lot of apps you can include. It's easy to find articles or videos on what you are trying to build.
What do you dislike about the product?
Zendesk can get complicated if you do not know it well. As you continuously build on the platform you need to take into automation, triggers and workflows that were set up and how it all connects. Sometimes this gets confusing.
Their team is very fast over chat, but sometimes you just want to talk to support over the phone.
Their team is very fast over chat, but sometimes you just want to talk to support over the phone.
What problems is the product solving and how is that benefiting you?
It is how we communicate with our customers and keep records of interactions. With Zendesk you can do, chat, voice, texting, email and chatbots/ articles. Helpful to build FAQs that are controlled by customer care and editable.
Excellent support
What do you like best about the product?
The turn around time to revert back on a query and to solve issues faster
What do you dislike about the product?
Mobile app could be better, to raise tickets to zendesk
What problems is the product solving and how is that benefiting you?
Most of everything related business such as customer complaints transactional issues
To create a ticket to our International Support team Zendesk plays an important role.
What do you like best about the product?
We can search anything by a keywords and fast.
What do you dislike about the product?
If I change anything it affects all the things whole system.
What problems is the product solving and how is that benefiting you?
It helps us to maintain ticket system for client requests.
Powerful customer care tool
What do you like best about the product?
Zendesk is a clean and powerful customer care ticketing system (and much more). Personally I appreciate the very comprehensive (and free) documentation / training documents and their own help-center to quickly find answers and tutorials. The large community is a big plus as well. Without any prior knowledge and a freshly-installed system it just takes very few days to fully understand it and get it up and running. I've been implementing Zendesk whenever I joined a new company. My favourite thing is the built-in reporting section.
What do you dislike about the product?
Personally, I find that the multi-language support (both for routing different language tickets to the right agents) but also the management of translated texts in the different part of Zendesk a bit too complicated. I think there is room for improvement to make this easier to deal with.
What problems is the product solving and how is that benefiting you?
- Easy integration with Shopify
- Channeling all support requests in one tool
- Avoiding tickets in the first place by using the help center
- Structured input of tickets by contact / web form
- Reporting!
- Channeling all support requests in one tool
- Avoiding tickets in the first place by using the help center
- Structured input of tickets by contact / web form
- Reporting!
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